In a move that reinforces the not-for-profit cooperative’s “difference,” North Carolina State Employees’ Credit Union is recommending an unusual destination for potential members on “Bank Transfer Day” – Saturday, November 5th. SECU’s suggestion? Spend the day with your family! GO GET ICE CREAM! Why? The $23 billion dollar Credit Union says it’s simple --- making the switch to a different financial institution can’t be accomplished in just one day. By beefing up its 24-hour Contact Center staff to field calls, to mail out switch kits and to start “building the relationship”; SECU believes it will provide a much more efficient and effective member experience!
SECU initiated its Checking Switch program back in January. SECU is delighted that consumers are showing a new found interest in credit unions. But, moving checking services between institutions is never a one day process! To manage a successful “switch” for the consumer typically requires 30 to 60 days. SECU financial services representatives have been actively working with members over the past nine months to fine-tune the “switch” process. These front-line Credit Union representatives have created a highly member-centric Checking Switch program and the results have been remarkable. A simplified switch kit, available online at www.ncsecu.org, provides a checklist of steps to help guide members through the process. SECU also assigns specific staff members to help new members establish a plan and to initiate phone calls to employers on payroll direct deposits, or to draft letters to insurance agents, utility companies and other businesses for ACH items. Creating an individualized switch plan and timeline helps ease member anxiety about the switch process, and helps assure a smooth, “no miss” transition.
Amy Waller, Vice President of Support Services and head of the Credit Union’s Checking Switch initiative, comments, “SECU’s potential members deserve the best service experience possible as they move to take advantage of the many benefits of their credit union. State Employees’ Credit Union always seeks to assure a stellar member service experience and on November 5th our Contact Centers will be staffed and ready to begin the process. In addition to answering initial basic questions and advising members about the terms of SECU’s products and services, Contact Center staff will also mail switch kit information packets to interested potential members to help them ‘Get Ready, Get Started.’ Branch staff will follow-up by meeting individually with members to formulate a well-reasoned plan and timeline for ‘the switch.’ We’re ready!”
SECU President Jim Blaine adds, “We have taken this approach because it’s the best use of a member’s time. The last thing SECU wants is for members to start off ‘on the wrong foot’ with their Credit Union experience. Quite certain most SECU members’ first choice for the weekend is not sitting in a branch office on a Saturday morning for an hour or so - especially when the switch process cannot be completed in one day. ‘Switching,’ when done right, is a 30/60 day process. We’re working with over 25,000 folks already in this process. Hope potential members will call the Contact Center at 1-888-732-8562 at their convenience and request a ‘Get Ready, Get Started’ package from us next week… and then spend some quality time with their kids on Saturday! After all, the kids are the only FAT CATS we have at SECU! Ice cream will most definitely make those Cats purr, I’m sure.”
SECU is a not-for-profit financial cooperative owned by its members. SECU has been providing the employees of the State of North Carolina and their families with consumer financial services for almost 75 years. Currently serving 1.7 million members, SECU provides services through 239 branch offices, nearly 1,100 ATMs, 24/7 Contact Centers and a website, www.ncsecu.org.